Warranty & Returns
Do I have a warranty on my product at Olssen?
The legal warranty applies to all items that you purchase from us. This means that an article must be in good condition and function properly during normal use. When you receive an item where this is not the case, we will provide you with a suitable solution as soon as possible. Depending on the product, we do this by replacement, repair or refund.
What should I do in case of damage or a defective product?
If you have received a defective item, you can return the item to Olssen free of charge. You will receive your money from the returned item in your account according to our refund terms. In case of suspected defects, we advise you to first consult the manual of the article or the manufacturer's website. You will often find a solution there for common problems.
You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically take possession of the good. To exercise the right of withdrawal, you must inform us by an unequivocal statement (for example, in writing, by post, fax or e-mail) that you are withdrawing from the contract. You can use the model withdrawal form (PDF) sent by us, but you are not obliged to do so.
To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.The Cancellation Policy is only valid for private consumers and not applicable for the business customer (B2B).
Consequences of the revocation
If you revoke the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a method of delivery other than the cheapest standard delivery offered by us) and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. We will refund you with the same means of payment that you used to perform the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such refund. We may wait with a refund until we have received the goods back, or you have demonstrated that you have returned the goods, whichever comes first.
You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you notified the decision to withdraw from the contract. You are on time if you return the goods before the 14-day period has expired.
You will bear the direct costs of returning the goods. You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
Items that you cannot return
All products manufactured in accordance with customer instructions. So all products that are custom made, these include Luvio Designlockers, Smartlockers and the Cravis and Novusto Custom made sofas. In addition, this exception also applies to all products that are not ordered under a standard size, and are therefore specially manufactured at the factory.
- As soon as we receive the returned item at our return address, we will send you a confirmation email. Please note that processing can take up to 10 days.
- If you have paid the order, it depends on the payment method when the amount is refunded. Of course, the payment obligation will lapse if you have not yet paid after processing the return.
You cannot return an item if it does not meet the requirements. Please note that the payment obligation of the order remains. If in doubt, please contact our customer service.
3364 DH Sliedrecht
Download the PDF of the right of withdrawal model here
You can report complaints about products or services to us by stating your order number or sales order number via: (Please note, you will not receive a confirmation of receipt.)
- mail: email@example.com
- telephone: 0184 611 400
You will receive a substantive response from us within 14 days of receipt of the complaint.
If you, as a business customer, are not satisfied with the handling of your complaint, you can submit it to Thuiswinkel for mediation (via www.thuiswinkel.org).